Intent-based information processing and updates

ABSTRACT

In various embodiments, a method for processing a user request is provided. The method may include receiving input data from a user including at least natural language associated with a user request; analyzing the user input data with an intermediary agent; selecting at least one form based on analyzing the user input data; and, executing at least one update based on at least one form.

PRIORITY CLAIM/CROSS-REFERENCE TO RELATED APPLICATION

The present application claims the priority benefit of U.S. ProvisionalPatent Application Ser. No. 60/671,566, filed on Apr. 15, 2005.

FEDERALLY SPONSORED RESEARCH

The invention was made with government support in association with DARPAContract No. NBCHC030029. The United States government may have certainrights in this invention.

BACKGROUND

Organizations often devote tremendous resources to implement workflowsystems that allow users to request, obtain and process information.Organizations typically use internal web sites with FAQs, printeddocumentation, and administrative support help desks to help employeeskeep information update and accomplish various workflow tasks. Users mayupdate databases through workflow (for structured or semi-structuredinformation), document editing (for unstructured information), orthrough direct manipulation (for complex objects).

Consider an employee who wants to modify the automatic deposits that aremade to her pension plan. Because she makes this type of modificationrarely, she most likely does not know the appropriate procedure or whereto find the appropriate form. In an organization, the employee can takeone of several actions: (i) search the intranet web site for a FAQ thatdescribes the procedure and provides the URL of the form; (ii) call thehuman resources department for help; (iii) delegate the task to anassistant, if she has one; or (iv) ask another employee if he knows howto solve this task. Regardless of the action taken, considerable “hunttime” (time to find the correct form) will be spent by the employee orother personnel. To reduce effort on this kind of task, organizationsoften devote substantial resources to prepare print and webdocumentation and maintain support staff.

Next, consider a manager who issues a request to a webmaster supportstaff member to: “Add a new employee, John Doe, to the website.” In thebest case, the webmaster understands the request and has all theinformation needed to complete the task and notifies the manager of theresult. More often, confusion, ambiguity, missing information, andmistakes abound that result in an e-mail “ping pong” involvingclarification requests. For example, if every person on the website mustbe associated with a project, then the webmaster must seek additionalinformation to address the manager's request. This results in additionalemployee time and corporate resources being spent to resolve therequest.

In the foregoing scenarios, it can be seen that the hunt time of theemployee to locate a resource to complete a task, as well as the humanresources devoted to the execution of the task, are substantial. Inaddition, when a support person is involved in a request, the total timeto complete a task increases, because support personnel typically arenot readily available at all times to address requests.

In certain contexts, many companies monitor their internal workpractices, looking for opportunities to transition problematic work—workpractices that are still being developed—into procedural activities thatcan benefit from the productivity gains of automation. However, in doingso, companies often turn workers into “translator” service agents whoconvert their co-workers natural expressions of intent into the languageand structures required by underlying information systems. Suchtranslators may spend significant time performing mundane, repetitive,procedural tasks, typically in response to e-mail requests or othercommunications. Examples of procedural tasks include, withoutlimitation, updates to web sites, new equipment purchases, reportingvacation days, registration of computers on networks, conference roomreservations, new hires, and many others.

The problem of translation occurs mainly for tasks with the followingthree properties: (i) the requester has an intent that aligns with aprocedural task, (ii) the requester knows who the service agent is thatcan process this request, and (iii) the requester performs the taskinfrequently. For example, consider the task of transferring a studentfrom the waitlist at a university to a course roster. In this example,suppose the requester is a professor who has a clear intent that matchesa procedural task. The professor knows that the service agent who canprocess this request is the department coordinator. The professor canexpress his intent via an e-mail to the service agent with the relevantinformation such as the student's name and the course identificationnumber. While the professor may perform this task twice a year, it isinfrequent enough that she has not inquired about learning how to makethe update herself.

Companies may address the handling of this class of procedural tasks byassigning a service agent, such as the department coordinator mentionedabove, to specialize in processing certain types of requests. Examplesof service agents include, without limitation, administrativeassistants, secretaries, webmasters, network administrators, purchasers,and other like personnel. While the update request is often infrequentfor requesters, the work generally has high frequency for the serviceagents who by design of the company infrastructure support many otherworkers. In most cases service agents have many duties to perform, andthese mundane, update tasks reduce time that can be devoted to tasksthat require more creative thinking and problem solving.

Often when companies have procedural tasks that can be automated,solutions can be developed such as designing an invoicing system or aweb site that allows users to register new computers on the network, forexample. While this approach can be effective at improving productivityby eliminating the service agent, it may not be appropriate in allsituations. A procedural task may have a low enough frequency that itwould not be worth the expense to engineer a solution. In addition,workplace practices are generally dynamic. As a consequence of changesin the market, the law, customer needs, internal company policy, and inunderlying information infrastructure, work practices evolve andengineered solutions often have a difficult time keeping pace with thechanges. Examples of this breakdown are ubiquitous in the business worldas evidenced by the number of printed forms augmented by workers withannotations and adhesive notes, for example, that address the mismatchbetween the current procedure and the form instrument.

In view of these issues and problems, what are needed are more effectiveand efficient processes and systems for facilitating and processing userrequests to modify or update information.

BRIEF DESCRIPTION OF THE FIGURES

FIG. 1 includes a process flow diagram illustrating various examples ofoperational aspects of the invention;

FIG. 2 includes a process flow diagram illustrating various examples ofoperational aspects of the invention;

FIG. 3 includes a schematic system diagram in accordance with variousembodiments of the invention;

FIGS. 4A-4B include a sample screen display illustrating variousoperational aspects in accordance with embodiments of the invention;

FIG. 5 includes a tabulation illustrating examples of various tasks andcorresponding extracted fields associated with the tasks;

FIGS. 6 through 11 include sample screen displays illustrating variousoperational aspects in accordance with embodiments of the invention;

FIG. 12 includes a combined system architecture/process flow schematicin accordance with various embodiments of the invention;

FIGS. 13A through 18 include sample screen displays illustrating variousoperational aspects in accordance with embodiments of the invention;and,

FIGS. 19 through 23 include sample HTML page excerpts illustratingvarious operational aspects in accordance with embodiments of theinvention.

DESCRIPTION

As applied herein, the term “user” may include any entity or multipleentities capable of communicating input data to a device such as acomputer system configured for processing text input. For example, a“user” may be a human user, a computer system or an interface between ahuman user and a device or system configured to receive input data, suchas text input. One example of a “user interface” is a conventionalspeech-to-text conversion module capable of receiving verbalcommunication from a human user and converting the verbal communicationinto text input.

Where appropriate based on the context, operation and function ofcertain embodiments of the invention described herein, the term“requester” may be used interchangeably with the term “user” and viceversa.

The term “input data” may include free or unconstrained text inputand/or constrained text input. It will be appreciated by those skilledin the art that constrained text input may be subject to one or morerules governing how input is to be entered by a user for communicationto a particular device or system.

A “form” includes any collection of instances of control elements and/orinput fields. A “control element” includes any user interaction controlor user interaction widget. Examples of control elements include,without limitation, text boxes, radio buttons, sliders, check boxes,pull down menus, combo boxes, data input fields, and/or substantiallysimilar functionality. Other examples of control elements includeportlets and other aggregations of control elements having associatedbusiness logic.

The term “repair” involves user modification of instances of controlelements and/or input fields included in a form or other data structureor any other manipulation to modify or supplement data represented bycontrol elements or input fields.

The term “update” includes at least one modification of the state of oneor more applications, repositories of information, documents, databases,and/or control elements. In certain aspects of the invention, an“update” does not include navigation or retrieval of data and/or updatesmay be performed or executed in accordance with predefined businesslogic. In certain embodiments, additional user or service agentinteraction may occur in connection with execution of the “update”.

An “intermediary agent” is any entity that performs analysis and otherprocessing of input data. Examples of “intermediary agents” include,without limitation, computer systems, human agents, service agents,webmaster assistants, and/or any reasonable combination thereof.

A “target entity for update” includes any entity capable of beingupdated including, for example and without limitation, a record, adatabase record, a web site, a date, a time, a category, a color, aperson, an attendee of a meeting, a stock price or value, and/or avariety of other kinds of entities that can be updated in accordancewith embodiments of the invention.

A “wild label” includes evidence gathered by observation of userinteraction with a form.

A “domesticated label” includes any machine-learning positive ornegative label for a category (e.g., a category from a set of “k”possible categories), a sequence (e.g., a substring of a string), or anidentifier (e.g., primary key of a database relation) extracted byobservation of user interaction with a form.

A “gold label” includes any label generated from a traditional curationprocess that involves human judgment (generally used in supervisedmachine learning).

A “domestication algorithm” takes wild labels, optionally one or moregold labels, and machine learning examples as input and generatesdomesticated labels on the examples as output.

Referring now to FIGS. 1 through 3, exemplary process and systemembodiments of the invention are provided. At step 2, as shown, a user102 communicates input data through a communication medium or media 106to an intermediary agent 108. The input data may be supplied by the user102 in natural language or free text form, for example, or may be in aconstrained text format, such as if the intermediary agent 108 has beentrained to recognize a certain format or syntax for the input data. Invarious embodiments of the invention, the input data supplied by theuser 102 includes a request that can be addressed by a function to beperformed by the intermediary agent 108. The input data may include oneor more of the following kinds of communications, for example andwithout limitation: an e-mail, an instant message (IM), a pager message,a message recorded on a phone, a web page, a hyperlink, a short messageservice (SMS) message, a document, a publishing syndication field, ablog, a speech-to-text generated message, and/or any other form ofcommunication.

Communication of the input data by the user 102 may occur through avariety of user interfaces 104 including, for example and withoutlimitation, a computer system 104A, a personal data assistant (PDA)104B, a notebook 104C, a wireless or wireline variety of telephone 104D,and/or a speech-to-text conversion module 104E. It can be appreciatedthat any user interface 104 capable of providing suitable input datafrom the user 102 to the intermediary agent 108 may be employed withinthe scope of the invention. In addition, the input data may becommunicated from the user interface 104 to the intermediary agent 108through an appropriate communication medium or media 106 such as,without limitation, a wireless data network 106A, a wireline server106B, and/or through a networked media or medium 106C, such as by anInternet or intranet connection.

The intermediary agent 108 includes various components or modules thatreceive and/or store the input data in step 4. In general, theintermediary agent 108 is configured to perform one or more functionswith the input data in step 6 including, for example, analyzing theinput data (step 6A); selecting a form or forms responsive to the user102 request represented by the input data (step 6B); filling the form orforms with information responsive to the input data (step 6C); compilinga list of actions to be performed as one or more updates in accordancewith the user 102 request (step 6D); executing one or more updates basedon receiving the input data and/or an approval from the user 102 (step6E); and/or adding an example (step 6F) to a learning system 108G thatmay be operatively associated with the intermediary agent 108. Invarious embodiments of the invention, adding an example may be based onreceiving the input data and/or a subsequent approval from the user 102.

In the embodiment of the invention shown in FIG. 2, the intermediaryagent 108 may include a computer system 108A such as a conventionalserver, for example, configured for receiving input data from a user 102or user interface 104 through one or more of the communication media106. The intermediary agent 108 may also include an analysis module108B, a planner module 108C, an extractor module 108D, and/or one ormore other modules 108E that analyze the input data to select and fillan appropriate form, for example, responsive to the user 102 request,among other functions. In general, the modules 108B, 108C, 108D, 108Efunction cooperatively within the agent 108 to analyze, store and/orprocess input data received from the user 102.

The intermediary agent 108 may also include a repository 108F or otherappropriate data storage medium for storing, among other things: rulesthat the agent 108 employs to analyze the input data; informationextracted from forms or the input data; and/or one or more forms thathave been assembled for selection by the agent 108 to respond torequests received from the user 102. As noted above, the intermediaryagent 108 may also include a learning system 108G that employs examplesderived from historical performance of the agent 108 with regard toprocessing user 102 requests, such as historical form selectionperformance, for example. The intermediary agent 108 may also beconfigured to execute or process updates (e.g., database updates) inaccordance with receiving the input data or other communications.

It can be appreciated from the foregoing description of FIGS. 1 and 2that various embodiments of the present invention may be performedwithout interaction between the user 102 and the agent 108 beyond theuser 102 supplying input data to the agent 108.

Referring now to FIGS. 2 and 3, in step 8, based on the analysisperformed by the intermediary agent 108, at least one form or listresponsive to the input data may be presented for viewing by the user102. The forms presented at step 8 may be derived from the function ofthe agent 108 in step 6B in selecting one or more forms. In certainembodiments of the invention, the agent 108 may present a list ofactions or a task list in step 8 that the agent 108 proposes toundertake in response to the input data received from the user 102.

Multiple forms may be presented to the user in step 8. Such multipleforms may be prioritized in a list, for example, presented to the user102 based on assessment and selection by the intermediary agent 108 ofthe form that most closely correspond to the user 102 request, the nextbest form that corresponds to the user 102 request, and so on.Prioritization of multiple forms may be accomplished by applying astatistical confidence rating to each form and then ranking the formsfor presentation to the user 102 in order from highest confidence tolowest confidence.

In step 10, the user 102 may elect to preview the consequences ofapproving a form to determine what data or other information will bechanged or updated once the form is approved and changes are implementedthrough updates executed by the agent 108. The user 102 may repairinformation in the presented form in step 12 to modify or supplement theinformation. The form can then be previewed again in step 10, theintermediary agent 108 may select another form to present to the user102 based on the repair activity, or the user 102 may elect to approvethe form in step 14. Once the form is approved in step 14, acommunication is sent to the intermediary agent 108 to execute one ormore updates (such as in step 6E) in accordance with the information ordata contained in the approved form. In certain embodiments, updatesperformed or executed in step 6E may include at least one databaseupdate.

In certain aspects of the invention, the intermediary agent 108 may addan example to the learning system 108G in step 6F based on informationor data associated with repair, approval of a form, and/or otheractions. For example, if the user 102 repairs the form in step 12, thisact of repairing may provide the basis for adding an example to thelearning system 108G to “teach” the learning system 108G and enhancefuture performance of the intermediary agent 108 in processing user 102requests.

The intermediary agent 108 of the invention may be embodied as a websitemaintenance agent that (i) allows users 102 to express the updates theywant to make in human terms (e.g., free text input expression ofintent), (ii) reduces the hunt time spent looking for the correct formfor a task, (iii) reduces the manual execution time a user 102 wouldtake to execute a workflow manually, and (iv) allows users 102 toquickly repair any inference errors the agent 108 makes. The inventorshave discovered that interacting with a webmaster agent 108, forexample, even one that may make inference errors, is both more efficient(faster) and more effective (reduced number of errors) than sending arequest to a human webmaster. For example, suppose the user 102 e-mailsthe following request to the agent 108: “Change John Doe's home phonenumber to 800-555-1212.” The webmaster agent 108 then replies with thebiographical data form displaying information about John Doe with thenew phone number already entered. The user 102 then simply approves thechange.

The inventors have developed methods and systems that use an“information intent” strategy, in contrast to merely performinginformation retrieval. A simple form of information retrieval (“IR”)might involve simply indexing all forms in a statically constructedforms-based data entry system and then giving the user search engineaccess to the forms. However, this approach does not work. Consider thesimple intent, “Change John Doe's phone number to 555-1212.” No searchengine can match this query with the human resources form that changescontact information, because the indexed form does not contain any ofthe words in the example. One could attempt to augment therepresentation of the form with all the instances of the form so thatthe match succeeds (and it is questionable that this method would workwell for a variety of intent). However, the user's intent is still notsatisfied because the IR system would simply deliver the form withoutcompleting the form, since this requires a two-step workflow wherein theuser 102 first finds the correct John Doe record (usually through asearch interface) and then accesses the human resources contactinformation edit form. In contrast, embodiments of the present inventioneffectively construct and implement workflows on a dynamic basis.

The agent 108 can be configured to accept a natural language inputdescription of the intent of the user 102, analyze its contents with theanalysis module 108B using semantic parsing, generate a representationof the intent, and then pass this information to the planner 108C. Theplanner 108C assembles a workflow that implements the intent bycombining microforms into a dynamic form that is presented to the user102 for approval. Each microform corresponds to an atomic step of theworkflow that executes a piece of the user's 102 intent. The meaning ofthe workflow is presented to the user 102 as a structured form. The user102 inspects the workflow and corrects or repairs (e.g., see step 12)reasoning errors made by the agent 108. This repair step may involveanother call to the planner 108C and the construction of a new workflow.The user 102 may also preview the effects of the workflow (see step 10)to understand its meaning more clearly. Finally, the user 102 mayapprove the workflow (see step 14) for execution of one or more updates(see step 6E). Since business logic can be implemented as microforms,users 102 are effectively executing complex workflow on the underlyingdatabase or other data structures when they approve a workflow (e.g.,see step 14) that has been assembled by the planner 108C frommicroforms.

The approach used by the present invention offers many advantages: (i)users 102 can state their intent in free text instead of attempting toexecute the workflow by hand, such as by navigation through a collectionof static forms; (ii) describing a workflow with a form clarifies themeaning of the workflow for the user 102 in a natural way withoutresorting to, for example, displaying workflow scripts; (iii) a forminterface makes identification and repair of agent 108 errors relativelyfast, easy and natural for the user 102, (iv) since the system may beimplemented using machine learning algorithms (e.g., learning system108G), the agent 108 has the ability to automatically improve itsperformance based on an analysis of the corrections or repair providedby the user 102, (v) since the natural language analysis may be aseparate component from the planner 108C that assembles the workflow,the agent 108 can be retargeted to different backend execution systems,e.g., web services, and (vi) the agent 108 can be made available at anytime, thus providing a form of automatic on-line help desk support forworkflows.

Various embodiments of the invention demonstrate a form of interactiondesign wherein user 102 correction of agent 108 inferences for free textinput is handled by using interaction with a form (or forms) that mayalready be part of the user 102 experience. In addition, enhancednatural language analysis is provided by applying information extractiontechnology to accomplish a form of semantic parsing. Typically, everynatural language system has as its core a lexicon, a grammar, andsemantic rules. In general, the implementation lexicon is composed ofdictionaries, a log of past user 102 input data, and database strings.The grammar is composed of a set of text extraction models (one modelper field per microform). The semantic rules consist of a classifier andthe business logic attached to the microforms. This form of naturallanguage analysis offers the advantage of having no explicit grammar.This advantage means that improving performance of the analysis reducesto improving the performance of information extraction. This can lead toenhanced training data for the learning system 108G that can beautomatically extracted by observing user 102 interaction with the agent108.

In certain embodiments, as noted above, the invention may implementmicroforms. Microforms can be provided as forms specifically designed tosatisfy particular information intent. For example, in a standard(macro) form system, a form that updates personal information maycontain form fields for changing business address, business phone, homephone, cell phone, home address, and the like. For example, given theinformation intent, “Change John Doe's home phone number to 800 5551212”, a user of a (macro) form must deal with all of this informationand hunt for the correct change. In contrast, the microform of thepresent invention is a reduced version of the standard form containing:(a) the lookup of the person associated with the update, and (b) thefield to change the home phone number, but not other form fields. Inaddition, the user 102 may be given a way to access the standard form inthe event the agent 108 makes a mistake in determining the person orfield to modify.

In one example, the user 102 initiates the information intent process bysending an email request with input data which gets routed to theanalysis module 108B of the agent 108. The analysis module 108B maygenerate a semantic representation of the user 102 request and pass therepresentation to the planner 108C component. The planner 108C augmentsthe semantic representation by comparing the analysis with the currentdatabase state. The planner 108C then chooses a workflow template andinstantiates that template by assembling a form from microforms based onthe user 102 intent. The planner 108C instantiates the workflow with thespecifics of the user 102 request and passes the result back to the useras a form, such as the form 402 illustrated in FIGS. 4A-4B. The user 102can review the form 402 and add any additional information (thusmodifying the workflow) or repair inference errors made by the agent 108(thus modifying the instantiation of the workflow). If the planner 108Chas chosen the wrong workflow template, the user 102 can override thischoice by selecting a different workflow from a pull-down menu 404, forexample, which returns or presents a new form pre-filled with extracteddata. This step reinvokes the planner 108C so that it repeats its workon the newly selected workflow. When the form is complete, the user 102can either preview the changes (see step 10) to the web site or approvethe change (see step 14), causing the agent 108 to update the database(see step 6E). The results of this user 102 interaction may also beforwarded to a learning module such as the learning system 108G. Thelearning system 108G may analyze the entire interaction and improveperformance of the modules 108B, 108C, 108D, 108E by providingadditional training examples.

In certain embodiments, the present invention may employ one or moreextractor modules 108D. For example, a learning algorithm may use aConditional Random Fields extractor model. For extractions, tokens areany sequence of digits, any sequence of alphabetic characters or anysingle punctuation symbol. Depending on the field, a different set offeatures may be employed. For example, for learning names, the followingcan be used: four dictionaries (first names and last names from awhite-pages dictionary containing a general list of names and firstnames and last names from names already in the database), the charactertype pattern of every current token, plus the patterns of the two tokensto the left and the two tokens to the right of the current token. Thecharacter type pattern comprises collapsed sequences of upper and lowercase. For example, “jane” collapses to “x+”, “John” collapses to “X+x+”,“McDonald” collapses to “X+x+X+x+” and “412” collapses to “9+”. Forlearning phone numbers, the character pattern for the current token plusthe character pattern for 4 tokens to the left and right can be used.The character pattern includes length, so “jane” collapses to “xxxx”,“John” collapses to “Xxxx”, “McDonald” collapses to “XxXxxxxx” and “412”collapses to “999”. Once a model is learned, it can be employed by theagent 108. When a new request including input data is received, it ispassed to each model. The model accepts as input the string and returnsas output the list of substrings recognized by the model. Depending onthe target field, the set of substrings are either interpreted as an oldand new value (“Please change John Doe's room from 1111 to 2222.”) or asa list of values (“The authors of the paper are John Doe and SueSmith.”). The tabulation of FIG. 5 includes various examples of fieldsthat can be extracted based on various tasks that can be performed inassociation with embodiments of the agent 108 described herein.

The base workflow classification algorithm or workflow selection model(including, e.g., form selection) uses a k-way boosted decision treeclassifier. Boosting is a method by which the performance of a baselearner is improved by calling the base learner again and again ondifferent variants of a dataset, in which examples are assigneddifferent weights in each variant dataset: each new dataset is formed byweighting an example “e” more heavily if “e” was given an incorrectlabel in previous iterations. In certain embodiments, a“confidence-rated” variant of “AdaBoost” can be employed with a simpledecision tree learner that does no pruning and which may be limited tobinary trees of depth at most five. The decision tree learner uses as asplitting metric the formula suggested by Schapire and Singer as anoptimization criteria for weak learners, i.e., splitting on a predicateP(x) which minimizes the function −+W W 2, where W+ (respectively W−) isthe fraction of examples x for which the predicate P(x) is true(respectively false). This classifier is converted into a k-wayclassifier by choosing the class with the highest posterior probability.The input to the k-way classifier is the set of names of the extractors(i.e., metadata): all extractors that returned at least one value andthe classes determined by the classifiers, and additional atomsindicating a successful probe into the database. For each extractedattribute value, a database can be probed to determine if that valueoccurs in the appropriate attribute. Probes help the classifierrecognize cases where a user 102 references an attribute's actual value.These “probes” into the database may use exact matching; or,alternatively, soft matching may be employed. In addition, a set ofclassifiers can be used for every attribute to detect cases wherespecific values are not referenced. For example, “Delete the phonenumber of John Doe” refers to the phone number attribute withoutproviding a numerical phone number. One part of the analysis may bedependent on ad-hoc code. This part consists of matching entityidentifiers based on the attributes involved. For example, an event maybe referenced by the title, by the speaker, by the date, time andlocation, and the like. This ad-hoc code can be readily replaced with ageneral algorithm. In other embodiments, workflow selection may beperformed by first classifying the input data to select a workflow, andthen running workflow specific extraction.

Both extraction and workflow selection can improve when the user 102corrects or repairs a form. In the event that the user 102 changes fromone workflow to another, this action generates a label for the inputdata given by the user 102. The pair of the input and label are added asan additional training example to the set of existing workflow selectionexamples. The workflow selection learning algorithm is then invoked toimprove the learned model. Consider the case where a user changes a formfield to contain a new value V. To generate the training label for Vfrom the input I, the agent 108 slides a window of length |V| across I,computing the Levenstein edit distance between the window and V. Theclosest match window can then be selected and labeled. This algorithmmay assume, in certain situations, that the user 102 input data iscorrect and that the user has not changed the intended answer

To implement microforms, a description of the required and optionalattributes is associated with each relation. Each field is also linkedto the extractor for that field. In certain embodiments of theinvention, required attributes are always part of a workflow. Optionalattributes appear for insertion, modification or deletion of associatedvalues, and the pre-filled value is extracted. Required and optionalattributes appear when an entire entity is inserted.

The planner 108C may use a backend model that consists of attribute &set of values pairs that result from extraction (that is, any extractorassociated with an microform field may generate a set of extractedvalues from the input), classifiers that recognize references toattributes, a classifier that selects the correct workflow, andmicroforms with associated business logic to execute the workflow.

The following is a walkthrough of an example interaction with the agent108. As shown in FIG. 6, the interaction begins when the user 102 sendsthe agent 108 a request including input data 602: “on Vehicle StabilityPeople page, change name ‘Walt Evenson’ to ‘Walter Evenson’.” Theanalysis module 108B of the agent 108 executes a library of informationextraction modules on the request and extracts data for the employee.These extractions are looked up in the database or the repository 108Fto determine if they already exist. All of this information, plus theoriginal request, is given to a classifier that selects the “Modify:Employee” workflow. As shown in FIG. 7, the agent 108 replies with agraphical user interface 702 containing the best-guess workflow or formselection filled with the results of the analysis performed by the agent108. This workflow may be constructed based on the microforms thatcompose it. Note that the planner module 108C has correctly chosen theworkflow and correctly identified the name change to “Walter Evenson” infield 704 based on the user 102 request. If the agent 108 had selectedthe wrong form or workflow, the user 102 could override this selectionby using the pull-down menu 706 labeled “Change Form”, for example.Changing to a new workflow would invoke the planner 108C of the agent108 to construct a new workflow instance. In addition, before approvingthis change, the user 102 can follow the “Generate Preview” link 708 atthe bottom of the interface 702 to view the web page or pages that willbe modified and to preview what the page will look like once the updatehas been made. The preview 802 of the change is shown in FIG. 8. Asshown in FIG. 9, once the user 102 is satisfied with the changes to bemade, an “Update” button 902 can be selected to direct the agent 108 tomake the name change effective. Subsequent confirmation 1002 of thisupdate is shown in FIG. 10.

It can be seen that the interface 702 of FIG. 7 may be representative ofa microform that only displays the fields related to the request of theuser 102. Instead of showing an entire biographical information formfound in most human resources databases, for example, the microform onlyreveals the minimum of information needed for this transaction and thusreduces the amount of navigation time to verify an update.

In certain embodiments of the present invention, the agent 108 maypresent a form to the user 102 with an input field or other controlelement in a blank, unactivated or otherwise uninstantiated state. Forexample, this may be an input field that the agent 108 could notpopulate with text based solely on the input data derived from the user102 request. This can be considered a “soft fail” in that theuninstantiated control element serves to alert the user 102 that dataentry or other manipulation is required to instantiate the controlelement.

With reference to FIG. 11, a screen display 1102 is illustrated whichincludes a list 1104 of different forms 1106, 1108, 1110, 1112, 1114that potentially may address the user's 102 request (which is shown infield 1116). As discussed above with respect to step 6B, the list 1104may be organized based on a statistical confidence rating of each formto determine the order in which the list 1104 is presented on the screendisplay 1102. In deciding on the order of presentation, the agent 108determines the form most likely to address the user's 102 request 1116,i.e., the “Participant: Miscellaneous” form 1106; the form next mostlikely to address the request 1116, i.e., the “Room Availability” form1108; and so on with the other forms 1110, 1112, 1114 in the list 1104.In addition, a section of the screen display 1102 may include a completelisting 1118 of all forms from which the user 102 may select a corrector desired form.

In another example of the present invention, consider a user 102 thatintends to make a presentation at a meeting. With a properly builtinformation intent system, the user can simply instruct the agent 108 to“begin the presentation for this meeting” or an equivalentlycommunicated request. The agent 108 looks up the current meeting,determines the correct presentation, invokes the correct tool to beginthe presentation, turns off e-mail and instant messenger notifications,turns off automatic hibernate mode, and turns on the external videoport. This example demonstrates that embodiments of the agent 108 employan information intent strategy with broad implications for practice ofthe invention.

Additional examples of the application of embodiments of the inventionare summarized in the following scenarios:

Scenario #1

-   -   Tom, a manager, wants to increase the hourly rate for one of his        employees.    -   Tom sends a message to Sally, his assistant: “Please increase        Kelvin's pay to $36 per hour.”    -   Agent intercepts and processes message.    -   Agent selects salary increase approval form and fills it in with        the employee name and the new salary information.    -   Sally receives the form from the agent. She compares it with the        original email and approves the message.    -   Agent submits completed form to update the payroll database.

Scenario #2

-   -   John, a scientist, wants to begin a lecture in his class.    -   John sends a message to his agent: “Setup my machine for today's        lecture.”    -   Agent intercepts and processes message.    -   Agent selects a form containing the file name for today's        lecture, and a list of check boxes including: (i) turn on        external video port, (ii) turn on monitor mirroring, (iii) open        file forbear, (iv) turn off power saver, (v) change IM status to        unavailable, and (vi) turn off screen saver.    -   John receives the form from the agent.    -   John inspects the form and approves all actions.    -   Agent prepares machine for lecture.

Scenario #3

-   -   Anthony, an accountant, is updating a spreadsheet.    -   Anthony sends a message to his agent: “Make the background color        of all cells where money is summed blue.”    -   Agent intercepts and processes message.    -   Agent selects a form and fills in with extracted data.    -   Anthony receives form showing his request, including a link to        preview change.    -   Anthony selects the preview and inspects the effect of this        change.    -   Anthony approves update.    -   Agent makes update to the spreadsheet.

Scenario #4

-   -   Timmy calls his agent from his mobile phone and asks it in        natural language to reserve a conference room for tomorrow at        10:00 am.    -   The agent converts the speech to text.    -   The agent processes the message.    -   Timmy receives a form on the screen of his phone detailing his        request and with room 1021 listed as the assigned conference        room.    -   Timmy inspects the form and approves the reservation.    -   Agent updates the conference room reservation database.

Scenario #5

-   -   Abby decides she would like to schedule a meeting with Paul and        John. She creates an outgoing message and types in the meeting        request: “Paul and John, let's meet at 3 pm tomorrow in my        office.” She sends the message.    -   The agent intercepts the message, analyzes its contents,        determines that it is a meeting request, and extracts the time,        date, location and participants of the meeting.    -   The agent presents a calendar to Abby with the proposed meeting        in place.    -   Sally approves the proposed meeting.    -   The message is sent to Paul and John with an attachment        describing the meeting.

Information intent also touches upon research in Computer Support forCooperative Work (“CSCW”). In applying the agent 108 of the presentinvention to the CSCW case, several choices are available based on therouting of messages. In the single user 102 scenario, for example, theinformation intent message, the clarification dialog, and the finalapproved form may all be done by the same user 102. In comparison, inthe case of a busy executive, for example, the clarification dialog canbe handled by an office assistant and then forwarded to a webmaster,assuming the office assistant has access to the additional informationneeded to complete a request. Or, the executive can execute theclarification dialog herself and forward the final approval workflow toa webmaster or service agent. In each of these situations, the benefitand costs of using the agent 108 may be shifted between various users inan organization for more effective and efficient workflow.

The invention may also provide a form of user interface interactiondesign wherein an information intent request generates a microform as ananswer to the request. The use of information intent allows forgeneration of a microform that focuses precisely on the needs of aparticular command. The presentation of a microform also facilitatesrapid correction of agent 108 errors. Experimental results have shown,for example, that one user 102 interacting with the agent 108 cancomplete tasks significantly faster than two users 102 working togetherwith conventional information processing methods and tools. It can beseen that enhanced performance can be derived from a reduction inambiguity in the dialog, in the speed with which the agent 108 analyzesthe request, and even though the agent 108 may make selection errors,the speed with which the user 102 is able to correct any such agent 108errors.

Furthermore, in various embodiments, the framework described herein canbe applied to more flexible workflow systems. The backend target can betransaction workflows, but just as easily can be a sequence of webservices calls, or some other formal language for combining queries andupdates.

In various embodiments of the invention, computer agents can be providedthat can learn and begin to automate what are typically consideredmundane, procedural update tasks usually performed by a service agent.One objective of the invention is to use computers to focus onrepetitive work tasks that the computers execute well, and to providemore time for human service agents to focus on comparatively larger andmore difficult tasks that require creative problem solving and which maybe more interesting for them.

In various embodiments, the invention provides processes and systemsthat combine natural language interaction with existing directmanipulation tools and a feedback loop to the machine-learningalgorithms used by the agent 108. The invention strikes a balancebetween automation and direct manipulation by using an automated agentto understand the task the user has been assigned and by using directmanipulation controls to allow users to repair agent errors and approvetransactions. The invention integrates theories from mixed initiativecomputing and natural language research, advances the effectiveness ofhuman-agent interfaces by addressing the real issues of agent error andmeasuring performance, and provides applications that offer enhancedsupport for task execution and project management.

Embodiments of the invention allow users or requesters to use naturallanguage to communicate intent, such as by an e-mail communication, forexample. Presentation of the request in terms of a form allows users tomanage task performance degradation by permitting repair of agenterrors. In various embodiments, the system advances or evolves by usinga machine-learning approach to facilitate improvement over theoperational life cycle of the agent 108. In addition, various userinterfaces enable free text input for website update requests and allowusers to address what happens when the agent 108 misinterprets arequest. With reference to FIG. 12, an example of a process and systemarchitecture including a machine learning computer agent or serviceagent assistant 1202 is shown. In various embodiments, the assistant1202 can assume the role of assisting to a service agent 1204 or a humanservice agent, for example. One or more requesters 1206 may communicatetheir intents (e.g., updates for a website) through a request 1208 tothe service agent assistant 1202 using natural language in an e-mailmessage, for example. In various embodiments, the request 1208 mayinclude, for example and without limitation, an e-mail, an instantmessage (IM), a pager message, a message recorded on a phone, a webpage, a hyperlink, a short message service (SMS) message, a document, apublishing syndication field, a blog, a speech-to-text generatedmessage, and/or any other form of communication that can be processed bythe agent 1202.

The agent 1202 can preprocess the incoming requests 1208 and presentthem to the service agent 1204 as one or more completed update forms aspart of a modified request 1210. The modified request 1210 may providetraditional direct manipulation tools that allow the service agent 1204to recognize the tasks the requester 1206 wishes to complete; repairmistakes made by the assistant 1202; add additional information; and/or,approve the requests 1208 for further processing. In variousembodiments, these repairs and approvals provide additional trainingdata to the agent 1202 that may automatically improve its performance.The choice of a service agent's assistant 1202 is merelyrepresentational and illustrative of a variety of different kinds ofcomputer agents that may be employed within the scope of the invention.It can be seen that various embodiments of the invention reflect aprocess and system design intended to generalize to the set of updatetasks that may be found within companies or other organizations.

With reference to FIGS. 12 through 14, the requester 1206 can initiate atransaction or task by communicating the request 1208 for routing to ananalysis module 1202A of the agent 1202. The agent 1202 may modify thecommunicated request 1208, which may be an incoming e-mail, for example,or another type of communication, by adding a prioritized list 1302 ofthe most likely task it infers the requester 1206 wants, followed by astructured list 1304 of all available forms, as shown in the screendisplay of FIGS. 13A-13B. The service agent 1202 may then review thee-mail request 1208 as part of a modified request 1210, and then mayselect the link most closely matching the request 1208. The serviceagent 1304 may then interact with a task-form or web form 1212 that candisplay control elements available for update with as many elements aspossible already completed or populated.

An example of a task-form 1402 that displays the original request 1404and a form 1406 including control elements available for update with asmany control elements as possible completed is illustrated in FIG. 14.FIG. 14 represents an example web form or task-form 1212 presented tothe service agent 1204 upon selection of a link in the modified request1210. As shown, the top of the form includes the e-mail request 1404.Having this information imbedded in the form 1402 helps the serviceagent 1204 confirm that the form 1402 represents the task to becompleted and provides access to any text or other information theservice agent 1304 may wish to cut and paste into the form 1406, forexample. It can be appreciated that embedding the source e-mail 1404 inthis manner helps communicate that a link has been created between thespecific update and the e-mail that requested the change. Such linkingcan help to automate a logging system that tracks these relationships,for example, and provides additional traceability when investigatingchanges to the website, database or other data or information sourcethat employs embodiments of the processes and systems described herein.

With reference to FIG. 15, another example of the task-form 1212 isillustrated. As shown, the task-form 1502 can include: a copy of thesource e-mail 1504; a pull-down menu 1506 for selecting a differenttask-form, if desired; a pull-down menu 1508 for selecting a differentdatabase record, if desired; various form elements 1510 required for anindividual form; a link 1512 that when clicked generates a preview ofthe updated web page; a cancel button 1514 that when clicked closes thetask-form 1502 without performing any updates; and/or, an update button1516 that when clicked completes the transaction and executes update toa database or the web site 1214. It can be seen that providing thesource e-mail 1504 permits the service agent 1204 to copy and pastetext, for example, between the e-mail 1504 and the form elements 1510.In certain embodiments, various elements in the task-form 1502, therequest 1208, and/or the modified request 1210, may use an “actionindicator” to help communicate what actions have been taken by the agent1202 on or in association with the element. Examples of actionindicators that may be applied include, for example and withoutlimitation, background color, highlighting, underlining, fontmodification, a sound, and/or any other type of audible, visual, oraudiovisual indicator. In certain embodiments, the action indicator maybe presented as a tabulation of the actions taken and by whom. Forexample, elements 1510 that have been updated by the agent 1202 may havean orange background; elements 1510 that have been updated by theservice agent 1204 may have a blue background; and elements 1510 thatshow no change may have a white background.

In addition, an action indicator or other augmentation may be employedin the e-mail 1504 to help the service agent 1204 or others see theitems that have been extracted. By highlighting extracted text in thee-mail 1504, for example, the service agent 1204 can more easily seewhen errors have occurred. In certain embodiments, when the serviceagent 1204 selects a link 1518 in the e-mail 1504, the agent 1202completes the selected form with the results of its analysis of thesource e-mail 1504. The service agent 1204 can then switch to anotherform by navigating the pulldown menu 1506 between the e-mail 1504 andthe website database form elements 1510. The agent 1202 can also beconfigured to populate the newly selected form with the results of itsanalysis of the e-mail 1504. The link 1512 offers the service agent 1504the ability to preview the update without actually making a change tothe website or other data source. This may help the service agent 1504understand the consequences of submitting the update for execution bythe execution module 1202B.

It can be seen that the service agent 1204 may add any missinginformation and/or repair any incorrectly completed information in thetask-form 1212. The service agent 1204 may then elect to previewproposed updates and/or select update, thereby causing an executionmodule 1202B to update a website 1214 (as shown), a database, arepository, and/or another internal or external data source. Theresults, including the task-form 1212 the service agent 1204 selectedfrom the modified request 1210 and any updates or repairs made, can thenbe forwarded to a learning module 1202C, which analyzes the entiretransaction and improves or teaches the analysis module 1202A. It can beseen that embodiments of the invention implement a feedback loop thatuses the transaction to improve the machine learning algorithms thatform the basis of the analysis conducted by the agent 1202. Thus, theagent 1202 learns many variations in expression through repeatedtransactions and completion of various tasks.

Referring again to FIG. 12, in various embodiments, the agent 1202 mayinclude multiple components for facilitating and/or processing requests1208, such as the analysis module 1202A, the learning module 1202C, andthe execution module 1202B. It can be seen that input to the analysismodule 1202A can be an e-mail request 1208 or other communication, andthe output to the service agent 1204 can be a set of form fieldsuggestions and a rank ordering of suggested forms as part of themodified request 1210. The analysis module 1202A may perform varioussteps to generate suggestions to the service agent 1204. The analysismodule 1202A may perform dictionary construction including a dictionaryhaving the set of tokens that appear in the values for a given attributeof a given relation. The dictionary may include standard first name andlast name dictionaries, for example. The analysis module 1202A may alsoperform extraction by using a machine-learning-based extractor modelthat can executed for every field or control element of various forms.The analysis module 1202A may also perform entity recognition: eachrelation may have a designated set of key attributes, and each valuegenerated by an extractor for these attributes may be used to attempt tolook up the associated instance of the relation. A matched instance canbe used as the suggested value for an associated form. In addition, theanalysis module 1202A may perform form selection with amachine-learning-based form classifier model that can be executed torank forms with respect to the classifier's expectation that a formsatisfies the request 1208.

In various embodiments, the results of the analysis module 1202A can beused to construct a modification to augment or enhance at least aportion of the user 102 input data, the request 1208, the modifiedrequest 1210, and/or the task-form 1212. Examples of “augmentations”applied herein with respect to various embodiments include, for exampleand without limitation, one or more of the following: an actionindicator, a task list, a form, and/or a link. The results of formsubmission can be processed by the execution module 1202B, which mayinclude a standard set of business logic that executes databasetransactions, for example. The transactions implement the meaning of theform. In addition, the form results can be provided as input to thelearning module 1202C. In certain operational aspects, the learningmodule 1202C analyzes the form results and generates a set of traininglabels based on the e-mail message associated with the request 1208. Thedocument and its labels can be added to the existing corpus of messagesthat can be used to train the extractors and form selection classifiers.

With reference to the screen display 1602 of FIG. 16, an example of themodified request 1210 illustrates an incoming email request 1604 theagent 1202 has modified with a prioritized and structured task list1606, as shown. The modified request 1210 can facilitate understandingof the intent of the requester 1206 by using a threshold value todetermine the length of the ranked list 1606. In various embodiments,when the agent 1202 has a relatively high statistical confidence in asingle form, then only one such form may be displayed in the list 1606;when the agent 1202 has high confidence in more than one form, multipleforms may be displayed in the list 1606; and, when the agent 1202 hasrelatively low confidence for all forms, then the entire list 1606 oftasks may be displayed.

It can be appreciated that embodiments of the invention support “young”computer agents: agents with little or no training. The inventionsupports agents that transition from providing almost no support toagents that can perfectly process transactions. Service agents such asthe service agent 1204 train the agent 1202 by simply performing theirwork, and over time the agent 1202 may begin to complete more workassociated with transactions without errors or involvement by theservice agent 1204. In addition, because the agent 1202 practiceslearning, it can adapt to changes in the work practice and requirementsof service agents. In refining the design of the invention, theinventors addressed the issue of “young” agents that make errors that donot significantly decrease task performance. For a solution, theinventors looked to search results screens such as those used byconventional search engines (e.g., the trade-designated “Google” searchengine), which provide users with a ranked list of alternatives. Usersof such search services typically have little expectation that thetop-ranked link will always be the one they want. This approach is aform of “soft fail” wherein an agent error nonetheless moves the usercloser to the goal of completing a given transaction.

In various embodiments, the agent 1202 operates in a “catch” capacity,working as an assistant to the receiver or service agent 1204. The agent1202 catches the incoming request 1208 and preprocesses it to make thejob of the service agent 1204 easier. However, the design can alsosupport a “push-back” approach, wherein a list of possible forms isreturned to the requester 1206 as a reply to the request 1208. Therequester 1206 can then be permitted to perform the update. In thiscapacity, the agent 1202 operates more like an intelligent informationretrieval system that, given a description of the intent of therequester 1206, finds and automatically completes the relevant form. Theinteraction model with the modified e-mail and form can be substantiallythe same. In the “push-back” capacity, however, a function may beoffered to the requester 1206 to forward the request 1208 directly tothe service agent 1204. This option can be offered in the event that thetask cannot be accomplished by the agent 1202. In deciding whether toimplement the agent 1202 in catch or push-back mode, issues can beconsidered such as the importance of the time of the requester 1206, thedomain knowledge needed to complete the task successfully, and/or anyapprovals or authorizations needed to complete an update, among otherfactors.

In various embodiments of the invention, a content management system(CMS) interface can be implemented that uses forms that reflect actionsimilar to that of the agent 1202. As shown in the example of FIG. 17, ascreen display 1702 can be presented to a user to allow selection of atask from a structured list of tasks 1704. Selecting an item from thetask list 1704 transitions the user to the selected form. The CMS form1802 (as shown in the example of FIG. 18) may be substantially the sameas other agent forms described above, except for the possible exclusionof the source e-mail, for example. The interaction model associated withthe CMS form 1802 can be based on conventional service agent interfaceconfigurations used for updating databases or other information sources.In one operation example, the service agent 1204 can review eachincoming request 1208, check for agent 1202 errors, perform repairs,and/or approve the updates. This CMS model of interaction may help theservice agent 1204 feel more in control of the changes or updates thatare executed, may provide better traceability between updates and therequests 1208, and may keep the service agent 1204 better informed ofagent 1202 activity compared to a more fully automated system.

The following examples may be employed in association with various agentand/or service agent embodiments described herein.

In a first example, a user composes and submits a message 1902 to asearch engine system or agent, as shown in the exemplary HTML pageexcerpt of FIG. 19. The system analysis component or module analyzes themessage, perhaps based on static code, or on code based on machinelearning with gold labels, to perform one or more of the followingsteps: extraction of strings from the message 1902, classification ofthe message 1902 to a form, and/or named entity recognition. If thesystem computes a high confidence in its analysis, the system mayperform a transaction automatically in association with a completed form(e.g., ordering airline tickets), or possibly with additional input fromthe user. Otherwise, the system may select an appropriate form andreturn the selected form in a pre-filled condition to the user, as shownin the exemplary HTML page 2002 of FIG. 20. The user may then review thepre-filled form, correct errors or add information, such as by adjustingthe return date field 2104 as shown in the HTML excerpt 2102 of FIG. 21,and then submit the completed form to the system. The system thenperforms the transaction associated with form, perhaps with additionalinput from the user.

In another example, a user composes and submits a message 1902 to asearch engine system or agent, as shown in the exemplary HTML pageexcerpt of FIG. 19. The system analysis component or module analyzes themessage based on machine learning with domesticated labels, to performone or more of the following steps: extraction of strings from themessage 1902, classification of the message 1902 to a form, and/or namedentity recognition. If the system computes a high confidence in itsanalysis, the system may perform a transaction automatically inassociation with a completed form (e.g., ordering airline tickets), orpossibly with additional input from the user. Otherwise, the system mayselect an appropriate form and return the selected form in a pre-filledcondition to the user, as shown in the exemplary HTML page 2002 of FIG.20. The user may then review the pre-filled form, correct errors or addinformation, such as by adjusting the return date field 2104 as shown inthe HTML excerpt 2102 of FIG. 21, and then submit the completed form tothe system. In this example, the system may extract any corrections orotherwise learn from the user input and feed this information back to ananalysis module of the system. The system then performs the transactionassociated with form, perhaps with additional input from the user.

In another example, the user submits a message to the system, such asthe message 2202 shown in FIG. 22. The system analysis component ormodule analyzes the message 2202 based on machine learning withdomesticated labels, to perform one or more of the following steps:extraction of strings from the message 2202, classification of themessage 2202 to a form, and/or named entity recognition. If the systemcomputes a high confidence in its analysis, the system may perform atransaction automatically in association with a completed form (e.g.,ordering airline tickets), or possibly with additional input from theuser. Otherwise, the system may select an appropriate form and returnthe selected form in a pre-filled condition to the user, as shown in theexemplary HTML page 2302 of FIG. 23. The user may then review thepre-filled form, correct errors or add information, and then submit thecompleted form to the system. In this example, the system may extractany corrections or otherwise learn from the user input and feed thisinformation back to an analysis module of the system. The system thenperforms the transaction associated with form, perhaps with additionalinput from the user. It can be seen, in this example, that the systemmay acquire the message 2202 to process the transaction either with orwithout user interaction.

Based on the foregoing description, it can be seen that embodiments ofthe invention provide processes and systems for an enhanced human-agentinteraction design. This design can benefit users that (i) have anintent to make an update, (ii) know who can complete this update, and(iii) do not understand the type of task enough to do it themselves. Theinvention permits users to express tasks in terms of natural language.The agent can analyze the request and then present a structured responseto the user. The interaction design also provides various directmanipulation interfaces that allow the user to recognize, repair, andapprove the request in a more efficient manner. In various user studiesconducted by the inventors, based on a sample of requests sent to ahuman service agent, the system significantly improved the timeperformance of the service agent and the perception of useability,without significantly increasing the number of errors. The interactiondesign also reflects that the agents, with little training, can benefitspecialists such as service agents or webmasters in the performance ofmundane, procedural update tasks.

It can be appreciated that numerous combinations are possible of thevarious processes, systems, features, elements, processes, structuresdescribed above with respect to the intermediary agent, computer agent,and/or service agent embodiments described within the scope of theinvention. For example, learning processes, systems, modules orfunctions may be applied, or not applied, to one or more intermediaryagent, computer agent, or service agent embodiments described herein.

The term “computer-readable medium” is defined herein as understood bythose skilled in the art. It can be appreciated, for example, thatmethod steps described herein may be performed, in certain embodiments,using instructions stored on a computer-readable medium or media thatdirect a computer system to perform the method steps. Acomputer-readable medium can include, for example and withoutlimitation, memory devices such as diskettes, compact discs of bothread-only and writeable varieties, optical disk drives, and hard diskdrives; memory storage that can be physical, virtual, permanent,temporary, semi-permanent and/or semi-temporary; and/or, one or moredata signals transmitted on one or more carrier waves.

As used herein, a “computer” or “computer system” may be, for exampleand without limitation, either alone or in combination, a personalcomputer (PC), server-based computer, main frame, server, microcomputer,minicomputer, laptop, personal data assistant (PDA), cellular phone,pager, processor, including wireless and/or wireline varieties thereof,and/or any other computerized device capable of configuration forprocessing data for standalone application and/or over a networkedmedium or media. Computers and computer systems disclosed herein mayinclude operatively associated memory for storing certain softwareapplications used in obtaining, processing, storing and/or communicatingdata. It can be appreciated that such memory can be internal, external,remote or local with respect to its operatively associated computer orcomputer system. Memory may also include any means for storing softwareor other instructions including, for example and without limitation, ahard disk, an optical disk, floppy disk, ROM (read only memory), RAM(random access memory), PROM (programmable ROM), EEPROM (extendederasable PROM), and/or other like computer-readable media.

It is to be understood that the figures and descriptions of the presentinvention have been simplified to illustrate elements that are relevantfor a clear understanding of the present invention, while eliminating,for purposes of clarity, other elements. Those of ordinary skill in theart will recognize, however, that these and other elements may bedesirable. However, because such elements are well known in the art, andbecause they do not facilitate a better understanding of the presentinvention, a discussion of such elements is not provided herein.

It can be appreciated that, in certain aspects of the present invention,a single component may be replaced by multiple components, and multiplecomponents may be replaced by a single component, to provide an elementor structure or to perform a given function or functions. Except wheresuch substitution would not be operative to practice certain embodimentsof the present invention, such substitution is considered within thescope of the present invention.

The examples presented herein are intended to illustrate potential andspecific implementations of the present invention. It can be appreciatedthat the examples are intended primarily for purposes of illustration ofthe invention for those skilled in the art. No particular aspect of theexamples is necessarily intended to limit the scope of the presentinvention.

It should be appreciated that all the figures are presented forillustrative purposes and not as construction drawings. Omitted detailsand modifications or alternative embodiments are within the purview ofpersons of ordinary skill in the art. Furthermore, whereas particularembodiments of the invention have been described herein for the purposeof illustrating the invention and not for the purpose of limiting thesame, it will be appreciated by those of ordinary skill in the art thatnumerous variations of the details, materials and arrangement ofelements, steps, structures, and/or parts may be made within theprinciple and scope of the invention without departing from theinvention as described in the following claims.

1. A system for processing a user request, the system comprising: anintermediary agent configured for receiving input data from a user, theinput data including at least natural language associated with a userrequest, wherein the intermediary agent includes an electronic computerprocessor and at least one electronic non-transitory computer-readablemedium, an analysis module operatively associated with the intermediaryagent, wherein the analysis module is configured for analyzing the userinput data; the intermediary agent being further configured for:selecting at least one form based on analyzing the user input data; and,executing at least one update based on at least the selected form; and,a learning system operatively associated with the intermediary agent,the learning system configured for: electronically receiving informationregarding processing of the request; and adding an example to thelearning system, wherein the example is derived from performance of theintermediary agent with regard to processing the request.
 2. The systemof claim 1, further comprising the intermediary agent being configuredfor filling the selected form with data responsive to the user request.3. The system of claim 2, further comprising the intermediary agentbeing configured for presenting at least one of the filled forms to theuser.
 4. The system of claim 3, further comprising the intermediaryagent being configured for permitting approval by the user of at leastone of the presented forms.
 5. The system of claim 3, further comprisingthe intermediary agent being configured for permitting repair of atleast a portion of at least one of the filled forms.
 6. The system ofclaim 3, further comprising the intermediary agent being configured forpresenting a preview of consequences of approval of at least one of thefilled forms.
 7. The system of claim 1, further comprising theintermediary agent being configured for selecting a plurality of forms.8. The system of claim 7, further comprising the intermediary agentbeing configured for prioritizing the plurality of forms.
 9. The systemof claim 1, further comprising the intermediary agent being configuredfor modifying at least a portion of the user input data with at leastone augmentation.
 10. The system of claim 1, further comprising theintermediary agent being configured for compiling at least one update orupdate consequence in association with analyzing the user input data.11. The system of claim 1, further comprising the intermediary agentbeing configured for adding at least one example to the learning modulein association with repair of a form.
 12. The system of claim 1, whereinthe input data includes at least one communication selected from thegroup consisting of an e-mail message, an instant message (IM), a pagermessage, a message recorded on a phone, a web page, a hyperlink, a shortmessage service (SMS) message, a document, a publishing syndicationfield, a blog, and a speech-to-text generated message.
 13. The system ofclaim 1, further comprising the intermediary agent being configured formodifying the input data to include a representation of all availableforms.
 14. The system of claim 1, further comprising the intermediaryagent being configured for permitting the user to select a form matchingthe intent of the request.
 15. The system of claim 1, further comprisingthe intermediary agent being configured for presenting a form to theuser.
 16. The system of claim 15, wherein the presented form includesall control elements available for update with at least one controlelement completed.
 17. The system of claim 15, wherein the presentedform includes the input data and a form including all control elementsavailable for update with at least one control element completed. 18.The system of claim 15, wherein the form includes at least a portion ofthe input data.
 19. The system of claim 15, further comprising theintermediary agent being configured for permitting the user to select atarget entity for update.
 20. The system of claim 15, wherein at least aportion of the presented form uses an action indicator to communicate anaction taken.
 21. A non-transitory computer-readable medium includinginstructions for causing a computer system to execute a method forprocessing a user request, the medium comprising: instructions forreceiving input data from a user in an electronic intermediary agent,wherein the input data includes at least natural language associatedwith a user request; instructions for electronically analyzing the userinput data with an analysis module of the intermediary agent;instructions for electronically selecting at least one form based onanalyzing the user input data; instructions for electronically executingat least one update based on at least the selected form; instructionsfor electronically forwarding information regarding processing of therequest to an electronic learning system operatively associated with theintermediary agent; and instructions for adding an example to thelearning system, wherein the example is derived from performance of theintermediary agent with regard to processing the request.